CAJ | 학술논문

作者在57家酒店的166个服务部门进行了一次实证研究，探讨酒店的组织公平性氛围和关心旅客氛围与旅客的投诉次数之间的关系。数据分析结果表明，酒店关心旅客的氛围既会中介组织公平性氛围与部门的服务质量之间的正相关关系，又会通过部门的服务质量，对旅客的投诉次数产生间接的负向效应；酒店组织公平性氛围的强度和酒店关心旅客氛围的浓度会调节部门的服务质量与旅客投诉次数之间的关系。
작자재57가주점적166개복무부문진행료일차실증연구，탐토주점적조직공평성분위화관심여객분위여여객적투소차수지간적관계。수거분석결과표명，주점관심여객적분위기회중개조직공평성분위여부문적복무질량지간적정상관관계，우회통과부문적복무질량，대여객적투소차수산생간접적부향효응；주점조직공평성분위적강도화주점관심여객분위적농도회조절부문적복무질량여여객투소차수지간적관계。
An empirical study has been conducted in 166 departments of 57 hotels to examine the impact of organizational justice climate and the climate of concern for customers on the event rate of customer complaints. The result of HGLM analysis indicates that the level of climate of concern for customers not only mediates the positive relationship between organizational justice climate level and service quality, but also has a negative indirect effect on the event rate of customer complaints through its positive direct effect on departmental service quality. Furthermore, both the strength of hotel＇ s organizational justice climate and the climate level of concern for customers moderate the relationship between service quality and the event rate of customer complaints.